ServiceNow Business Analyst
Prodapt
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Job Description
Overview:
Business Analyst to join our team and act as the liaison between business stakeholders and the technical team. The ideal candidate will have strong knowledge of IT Service Management (ITSM) processes, a solid understanding of the ServiceNow platform, and the ability to translate business requirements into functional specifications.
Responsibilities
Key Responsibilities:
- Engage with stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and enhancements.
- Translate business needs into functional and technical requirements in alignment with ServiceNow capabilities.
- Work closely with developers, architects, and administrators to ensure requirements are implemented effectively and meet business objectives.
- Support ServiceNow configuration activities such as forms, workflows, business rules, and integrations.
- Conduct workshops, interviews, and requirements sessions with end-users and process owners.
- Develop user stories, acceptance criteria, and process documentation.
- Support UAT (User Acceptance Testing) by preparing test cases, coordinating testing, and validating outcomes.
- Monitor and track requirements through the lifecycle, ensuring alignment with scope and goals.
- Provide end-user training and support materials when required.
- Identify opportunities for process optimization and improvements leveraging ServiceNow best practices.
Required Skills & Qualifications:
- 5-8+ years of experience as a Business Analyst, preferably with exposure to ITSM/ITIL processes.
- 4+ years of hands-on experience with ServiceNow (any module: ITSM, ITBM, HRSD, CSM, etc.).
- Strong understanding of ServiceNow functionalities, capabilities, and limitations.
- Experience writing user stories, functional requirements, and process documentation.
- Familiarity with Agile/Scrum methodology.
- Excellent communication, stakeholder management, and problem-solving skills.
- Experience with ServiceNow modules beyond ITSM (HRSD, ITOM, SecOps, GRC, etc.).
- Knowledge of integration methods (REST, SOAP, APIs).
- Ability to perform light ServiceNow configuration (forms, fields, workflows).
- Prior consulting or client-facing experience.
About The Company
Prodapt
Prodapt is the largest and fastest-growing specialized player in the Connectedness industry, recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider across North America, Europe and Latin America. With its singular focus on the domain, Prodapt has built deep expertise in the most transformative technologies that connect our world. Prodapt is a trusted partner for enterprises across all layers of the Connectedness vertical. Prodapt designs, configures, and operates solutions across their digital landscape, network infrastructure, and business operations – and craft experiences that delight their customers. Today, Prodapt’s clients connect 1.1 billion people and 5.4 billion devices, and are among the largest telecom, media, and internet firms in the world. Prodapt works with Google, Amazon, Verizon, Vodafone, Liberty Global, Liberty Latin America, Claro, Lumen, Windstream, Rogers, Telus, KPN, Virgin Media, British Telecom, Deutsche Telekom, Adtran, Samsung, and many more. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts in 30+ countries across North America, Latin America, Europe, Africa, and Asia. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 30,000 people across 80+ locations globally.
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